Observing users

What and when to observe• Goals & questions determine the paradigms and

techniques used.• Observation is valuable any time during design.• Quick & dirty observations early in design• Observation can be done in the field (i.e., field

studies) and in controlled environments (i.e., usability studies)

• Observers can be:- outsiders looking on- participants, i.e., participant observers- ethnographers

Frameworks to guide observation

• - The person. Who? - The place. Where?- The thing. What?

• The Goetz and LeCompte (1984) framework:- Who is present? - What is their role? - What is happening? - When does the activity occur?- Where is it happening? - Why is it happening? - How is the activity organized?

The Robinson (1993) framework

• Space. What is the physical space like?• Actors. Who is involved?• Activities. What are they doing?• Objects. What objects are present? • Acts. What are individuals doing?• Events. What kind of event is it?• Goals. What do they to accomplish?• Feelings. What is the mood of the group and of

individuals?

You need to consider• Goals & questions• Which framework & techniques• How to collect data• Which equipment to use• How to gain acceptance• How to handle sensitive issues• Whether and how to involve informants• How to analyze the data• Whether to triangulate

Observing as an outsider

• As in usability testing• More objective than participant observation• In usability lab equipment is in place• Recording is continuous• Analysis & observation almost simultaneous• Care needed to avoid drowning in data• Analysis can be coarse or fine grained• Video clips can be powerful for telling story• Think aloud

Participant observation & ethnography

• Debate about differences• Participant observation is key component of

ethnography• Must get co-operation of people observed• Informants are useful• Data analysis is continuous• Interpretivist technique• Questions get refined as understanding grows• Reports usually contain examples

Data collection techniques

• Notes & still camera• Audio & still camera• Video• Indirect observation - Tracking users:

- diaries- interaction logging

• Retrospective observation

Data analysis

Qualitative data - interpreted & used to tell the ‘story’ about what was observed.

Qualitative data - categorized using techniques such as content analysis.

Quantitative data - collected from interaction & video logs. Presented as values, tables, charts, graphs and treated statistically.

Interpretive data analysis Look for key events that drive the group’s activity Look for patterns of behavior Test data sources against each other - triangulate Report findings in a convincing and honest way Produce ‘rich’ or ‘thick descriptions’ Include quotes, pictures, and anecdotes Software tools can be useful e.g., NUDIST,

Ethnograph (see URL resource list for examples)

Looking for patterns• Critical incident analysis• Content analysis • Discourse analysis• Quantitative analysis - i.e., statistics